Complaints

This profile includes complaints for Dyson, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Dyson, Inc. has 12 locations, listed below.

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• 

  Dyson, Inc.

  1330 W Fulton St # 5th Floor Chicago, IL 60607-1137

  
• 

  Dyson

  150 Allendale Rd Ste 11220 Suite 11220 King of Prussia, PA 19406-2926

• 

  Dyson Service Center

  14833 N Dale Mabry Hwy Tampa, FL 33618-2027

• 

  Dyson, Inc.

  1330 W Fulton St # 5 Chicago, IL 60607-1137

  
• 

  Dyson, Inc.

  106858 Hazelhurst Dr. Unit 16103 Houston, TX 77043

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Dyson air wrap. After 12 uses, it stopped working. I've spent **** hours on the phone either on hold or troubleshooting with Dyson. It still did not work. They finally agreed to do an exchange as it is under refund. I sent the machine back assured I would be sent another. It did not come for a month, so I called Dyson back. They claim they have no record of it being sent to them. I have shared the *** tracking information with Dyson reference number. They have yet to resolve it and will not issue me a refund. I have submitted multiple cases on Dyson, everytime I call they say "we've opened a case and you'll hear back in 48 hours". This is completely unacceptable and fraudulent - I gave them money for a service/product I have not received. I'm learning that so many customers have this problem and this needs to be addressed.

  

  Business Response

  Date: 02/05/2024

  Hello, 
  
  Thank you for contacting Dyson. I apologize for the delay and any inconvenience. 
  
  We have reviewed the customer's account and show they reached out to Dyson Support for assistance and a resolution has been put into place with a replacement from order ********** currently expected to be delivered on 2/6.
  
  Thank you, 
  Dyson, ***

• Initial Complaint

  Date:01/25/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/23/23 I ordered a vacuum from dyson.com (V15 detect) for ****** using affirm financing/payments, order #**********. The vacuum I received had the wrong wand so the vacuum would not even function. They were out of the part I needed so I sent back the entire vacuum for a replacement. I did not receive the replacement until 11/14. I then initiated a return with a reference number of **********. This was shipped and received (new in box) by Dyson on 11/24/23 with shipping number 1Z2Y55899095596964. I still have yet to receive a refund after multiple emails and phone calls. The latest support ticket by phone was case ID ******** (no resolution). I also tried opening a dispute with affirm but they indicated they only take resolutions within 60 days of the loan opening. Dyson indicates refunds should be approved within 14 business days and it is far outside of that window. Due to their lack of response I am asking for assistance in this matter.

  

  Business Response

  Date: 02/05/2024

  Good Afternoon,
  
  Thank you for contacting Dyson. We apologize for the frustration.
  
  We apologize to the customer for the delay. It appears that the refund we initiated on 12/26/2024 (reference number 1649389356) did not process successfully. As such, we have refunded the customer ************************ through the payment portal of their original payment method at the time of the order placement. The customer can expect to see this refund in 3-5 days.
  
  Thank you,
  Dyson,Inc.

  Customer Answer

  Date: 02/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:01/24/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, I bought a vacuum cleaner from Dyson. It broke down within the warranty period. In order to get a replacement, resolution, and solution. I waited 2.5 months, and still have not received the replacement product. My emails have been unanswered, and when I contact the sutomer service they give me the same detail that the replcement will be issued with a ***** hours, the item is being released, shipping delay becasue of the weekend, and other excuses.For a company like Dyson, I am nothing but dissapointed on how are they allowed to operate in the US when they routinely, and regularly make a mockery of American consumer, charge extrmely high price for their product, manufacture sub par products, and not provide an ounce of repsonsbile customer service. It has casued extrme pain and suffering to me and hurt my trust on the company and BBB on why are they still allowed to hurt American consumers, without providing any remedial actions on legitimate complaints. (Exchange order status number **********).

  

  Business Response

  Date: 02/05/2024

  Good Afternoon,
  
  Thank you for contacting Dyson. We apologize for the frustration.
  
  We can see that the customer's exchange/replacement unit shipped and delivered under *** tracking 1Z58333F0315845023. If the customer is claiming they have not received this replacement, they are encouraged to contact our customer support team for further assistance.
  
  Thank you,
  Dyson,Inc.

• Initial Complaint

  Date:01/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a Dyson V11 vacuum. When the device was still under warranty (November 2023) it stopped working. We contacted Dyson about the issue. The part we needed replaced was not in stock. We waited over 45 days with no item in stock. They suggested we try another part which didnt work. When I contacted Dyson again today they say the part we need is still not in stock. I asked for a full replacement vacuum. They originally said they would replace it but the changed their answer because now (after 2.5 months of back and forth with no resolution), the device is no longer under warranty. The warranty has expired ******************** for their attempts at piece meal resolution which have not worked.

  

  Business Response

  Date: 02/05/2024

  Good Afternoon,
  
  Thank you for contacting Dyson. We apologize for the frustration.
  
  We have searched our call records, chat records, and email records regarding the customer's concerns for 2023 year with the customer's phone number and email on file.. After reviewing these records over the course of the 2023 year until present date (2/5/****), we can see that the customer did not contact us until January 8th, ****. We can see that their warranty ended 11/12/2023 on their product, meaning the customer did not initiate any contact with us until 2 months after their warranty expired. The customer is welcomed to sign up with an email notification for the part that is needed, and once it is in stock and the customer is notified via email, the customer is welcomed to purchase the part that is needed. Due to the information we have presented above, we are unable to offer warranty coverage for this part due to the warranty maturing.
  
  Thank you,
  Dyson,Inc.

  Customer Answer

  Date: 02/05/2024

   
  Complaint: 21194019
  
  I am rejecting this response because:

  This is inaccurate. My husband, ***************************, contacted Dyson multiple times starting in November 2023. The first (of many) case numbers for reference is 34973301

  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/13/2024

  Hello, 
  
  Thank you for contacting Dyson. We apologize for the delay and any inconvenience it may have caused. 
  
  We have reached out to the customer ************************ for additional information to resolve.
  
  Thank you, 
  Dyson, ***

• Initial Complaint

  Date:01/24/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company received my broken vacuum cleaner on 12/18/23. I can provide proof of receipt from **** Item was under warantee and to be replaced with same machine. The time frame I was told was 10 -14 business days upon receipt of old machine. I have never received the vacuum I was promised after numerous chat calls and promises from their cust service reps. **** repeatedly lie and make unfulfilled promises. It is now 6 weeks later. Hope you can help.

  

  Business Response

  Date: 02/05/2024

  Hello,

  Thank you for contacting Dyson. We are sorry for the frustration caused.

  The customers returning unit was confirmed received into our warehouse. Their replacement unit shipped on 1/22/2024 per tracking number 1Z58333R0388591587, and was delivered on 1/29/2024. Should they need further assistance with the unit they are welcome to contact our customer service at ************.

  Thank you,

  Dyson, Inc. 

• Initial Complaint

  Date:01/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 15 2022 I purchase an item for $599.00 + tax from Dyson, 1 week later the item went on sale for $499.00+ tax . According to their price adjustment policy I was qualified to receive a price adjustment. I 1st contacted Dyson by phone and was told I would receive the difference in price within 7 days but I never received it. I then contacted them again by email and on December 12 I received an email stating that the refund was complete and I would receive the difference in price within **** days, to date January 24 **** I still have not received the difference. Contacted Dyson **** today by phone only be be told that the request was now sent to the refund team and Y should receive the price adjustment within ***** days. This is VERY ANNOYING to have to be calling such a large company like Dyson for this small amount of money not to mention the 1.5 hour hold time every time I call. Dyson please can I have my prce adjustment as it is long overdue

  

  Business Response

  Date: 02/05/2024

  Hello,

  Thank you for contacting Dyson. We are sorry for the frustration caused.

  A refund was attempted on 12/12/2023, however it did not process through our order system as intended. A manual refund was submitted. The refund can take up to **** business days to complete.

  Thank you,

  Dyson, Inc. 

• Initial Complaint

  Date:01/24/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: 11/28/2023 Amount Paid: $741.49 Business Commitment: Replacement vacuum, vacuum not in stock for over 2 months, commited to replacing with neweset model gen5detect absolute Nature of Dispute: Dyson has had my machine in their posession for an exchange since 12/19/2023 per the *** tracking #1ZV440140384907213. Their support team via chat and phone has promised to ship me a newer machine as they no longer have my model in stock for replacement. They have not shipped anything and every new time i try and contact support to follow up they tell me again that they're going to ship it.Has business tried to resolve: No, the business has not tried to resolve this. I've talked to them 16 times over the past 2 months and have continued to be promised a machine will ship and I wll be emailed or that i'll get a call back about my delayed status.Order number: **********

  

  Business Response

  Date: 02/05/2024

  Hello,

  Thank you for contacting Dyson. We are sorry for the frustration caused.

  The customers replacement unit shipped on 1/24/2024 and delivered on 1/27/2024 per tracking number 1Z58333R0388641282 . 

  Thank you,

  Dyson, Inc. 

  Customer Answer

  Date: 02/05/2024

   
  Complaint: 21192977
  
  I am rejecting this response because: The item shipped was not the item that was promised by support. In the attached chat transcript you will find where support shared they were unable to ship the model I had previously sent in and had gotten approval to send a newer model out. I was promised the newer model would ship in 1-2 business days. I waited the 2 business days and did not get a response or update. I then contacted support again and attempted to escalate to a supervisor. I was told I cannot do this and he would have to call me in 1 hour. I never got a call and 2 days later I got a notification that a label had been created for shipment via *** (Dyson still had not contacted me or returned my call). I then reached out to support again to determine what had shipped to find that they had shipped my original model as a replacement, not what we had agreed upon.

  At this point I would only accept what was promised, a Dyson Gen5detect Absolute as they appear to no longer be making parts for my model since I'm still not able to get a replacement filter (out of stock for 6+ months and on waiting list). I've wasted too much time and money on this and Dyson support has constantly lied to me. If they want to win back my trust they need to deliver what was promised.
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 02/13/2024

  Good Afternoon,
  
  Thank you for contacting Dyson. We apologize for the frustration.
  
  We have reached out to customer via the email address registered with their Dyson product to provide a resolution. Customer will need to respond to the email for further assistance. If customer has not received this email we would recommend checking their spam and junk folders.
  
  Thank you,
  Dyson,Inc.

  Customer Answer

  Date: 02/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.After quite a bit of back and forth over email with a rep the last 2 weeks they were finally able to deliver what was promised.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:01/24/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered and received Dyson V15 Detect Absolute on November 25, 2023. I realized I ordered a wrong item and returned it in unopened box. Dyson received it back on December 5, 2023. Today is January 24, **** (+7 weeks!) and I still have not received an acknowledgement of the return/ refund being issued.

  

  Business Response

  Date: 02/05/2024

  Hello,

  Thank you for contacting Dyson. We are sorry for the frustration caused.

  In review of the customers order, the customer was refunded in full on 2/1/2024. If the customer is unable to locate the funds we would suggest contacting their financial institution for more information.

  Thank you,

  Dyson, Inc. 

  Customer Answer

  Date: 02/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************************

• Initial Complaint

  Date:01/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order Nov 24, 2023 for the Dyson Airwrap multi-styler Complete Long since they were having a Black Friday sale. When I checked the tracking **** #1Z45Y3590399564801) it said the order was delivered 12/7 in ********** *****. I live in ********** so I raised the issue to customer service. They told me *** had a delivery issue and once the investigation is complete I will be refunded by 12/29. On 12/29 I chatted with customer service and they told me again to reach out to customer service on 1/18. The promised date of the refund has since been pushed twice. On 1/23 I chatted with customer service and I was told the refund would be expedited and I should receive an email within 24 hours. It has since been 24 hours and I have not received such a refund.I have contacted customer service over 6 times via live chat, with 1 time over the phone. All reps have reassured me that I would get my refund but it's been over 2 and a half months and I am getting frustrated.Delivery address: *********************, ************************************************************************************* Billing address: ***** ************************************************************************************* Order number: ********** Credit note **********. Dyson Case #********.Paypal information:Transaction ID: ***************** Transaction date: November 24, 2023 1:53:22 PM PST Invoice ID: ************** I'vre attached all the proof below with the titles dated. An attachment also includes tracking showing that it was misdelivered out of state. I am requesting for my full refund I was promised months ago.

  

  Business Response

  Date: 02/05/2024

  Hello,

  Thank you for contacting Dyson. We are sorry for the frustration caused.

  In review of the customers order, the customer was refunded in full on 1/25/2024. If the customer is unable to locate the funds in their account, we would suggest contacting their financial institution.

  Thank you,

  Dyson, Inc. 

• Initial Complaint

  Date:01/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 8, 2023 I purchased a Dyson V12 Vacuum for $487.11. In my confirmation email it said that my order would arrive through *** by November 11. It has been almost three months since I made my purchase, and I still havent received my order or a refund. I have called costumer service at least 4 times in this time period, and I have been very patient following all the steps that they want me to follow in order to get my refund. However, the issue still hasnt been resolved and every time I call they come up with a new thing that has to happen in order to get my refund. The first time I called to cancel the order because it wouldnt arrive they told me that they couldnt cancel it once it had shipped, and I had to wait to receive it to make a return Second time I called they told me that they had made a request to cancel mu order but it would take two billing cycles to show my refund in my account. After the two billing cycles I called again because nothing had changed, and I was told that they needed to request a return to sender with *** that once they had the order they would process my refund in about **** business days. Well, I have waited all the time they have told me to wait and I still havent seen any resolution to my issue, I have to call them to follow up and every time I call is about 2 hours on the phone waiting for a manager to handle my call. I had decided to buy directly through Dyson because I thought it would be easier and more legitimate than buying from a retailer, and I really regret it. If you are on the fence on getting a Dyson please consider this situation for your future purchase, I would hate for anyone to go through everything that I have to go through just to get my money back on a situation where I have done nothing wrong and has just been neglected and poorly handled.

  

  Business Response

  Date: 02/05/2024

  Hello,

  Thank you for contacting Dyson. We are sorry for the frustration caused.

  In review of the customers order, the customer filed a dispute with their financial institution. Dyson is prevented from being able to refund or assist further while the investigation is ongoing with the financial institution. The customer would either need to close the dispute or wait for the investigation to complete before assistance can be provided.

  Thank you,

  Dyson, Inc.